We have a customer service crisis in America……Red Rock story. We look at the customer as a necessary evil instead of a loyal friend. How has this evolved and what can we do to fix it? What is leading edge customer service?
Constantly and Consistently are the keywords here. And, are we clear on what the customer expects from us? You can’t exceed something that you don’t understand.
Company policy is written in terms of the Company – NOT the Customer. Establish customer – friendly principles – FORGET POLICY.
Customer Service representatives salvage relationships and protect your company’s investment. A lot of time and money have been invested in getting and maintaining the customer base.
How many of you are customer service reps? How many of you deal with the customer but are not IN customer service? Each and every one of you are responsible for quality customer care and for nurturing customer loyalty. That should be your company’s number 1 priority!
Here are the four key points we are going to learn to establish lasting customer relationships….
Bestway story…. VERIFY, VERIFY
Listen to your customer with the intent to understand what they are saying. DO not be thinking about how you plan to answer, or reading or responding to someone else’s email, while you are listening to your customer talk to you. I once had a salesman that read every piece of paper on my desk while he was in my office talking to me. Focus on what your customer has to say and do not interrupt them while they are talking. By the way, listening is the worst personal development skill that most of us possess.
Chicos story Train your employees to make the same decision you would – then when they do, should it be wrong, know that you would have done the same thing!
Gitomer says “The difference between training and education is expressed in your answer to this question. Suppose you had a teenage daughter. Would you rather her school provide her with sex education or sex training?” If you don’t treat your own employees right, don’t expect them to treat your customers right.
DO not second guess their decisions – after all, they have been trained to listen, to respond and to work within their limits of authority. If it is a wrong decision, at least they acted.
The Quality Cycle for continuous improvement is Plan, Do, Check, Act and then Repeat.
The definition of loyalty must be a daily executed set of philosophies, principles and actions. It is NOT the enforcement of a set of rules and regulations and it is NOT shoving policy down your customer’s throat.
There are just some people that should not be entrusted with the care of your customers. Those that say “it’s not my job” or “I don’t get paid enough to do this” or “ that customer is such a jerk” should NOT be in Customer Service….
Platinum Rule: Do unto others as others would have you do unto them.
Be sure to return phone calls. This is a sore subject with me. So many of you have caller ID on your phone…..which means that you only answer if you want to speak to someone. However, your message says “Your call is important to me, leave a message and I’ll get back to you as soon as possible” Then you never call – WHAT DOES THAT TELL YOU? Always do your best – be known for your excellence in customer service! Make your customer want to do business with you.
Leading Edge Customer Service Presented by: Faye Haber eStyle Caps and Closures
Leading Edge Customer Service is the ability of an organization to constantly and consistently exceed the customer's expectations
<ul><li>If you’re going to consistently exceed customers' expectations, realize that every aspect of your business has an impact on customer service, not just those aspects that involve face-to-face customer contact. </li></ul>
<ul><li>Improving customer service involves making a commitment to learning what your customers' needs and wants are, and developing action plans that implement customer friendly processes. </li></ul>
Customer Service is NOT About Taking Orders and Handling Complaints It IS about the entire relationship before, during and after the sale.
If you believe that, then each employee is in customer service – from the President of your organization to the Mail Room Clerk
Let’s learn how to move your organization towards excellence in Customer Care!
Listen carefully – customers do not always say what they mean or mean what they say <ul><li>Ask questions and paraphrase what the customer says. That way, you can make sure you have it right!!! </li></ul><ul><li>Respond to ambiguous emails with a phone call – written messages are subject to interpretation! </li></ul>
Talk to your customers and listen to their answers <ul><li>Do not rely on email to establish a relationship </li></ul><ul><li>Engage them in conversation and build rapport-meet them face to face if possible </li></ul><ul><li>Always confirm receipt of PO’s within 24 hours-do not confirm what you can’t deliver </li></ul><ul><li>Thank your customer for their business </li></ul>
Trust your Employee to make the RIGHT decisions <ul><li>What is the reason for a typical call? </li></ul><ul><li>How would YOU handle it? </li></ul><ul><li>What is the desired outcome of the call? </li></ul><ul><ul><li>For your customer </li></ul></ul><ul><ul><li>For you </li></ul></ul><ul><li>Use the answers to set up limits of authority for dealing with each type of call. </li></ul>
Training not Education <ul><li>Clearly define your and your customers needs </li></ul><ul><li>Clearly define your CSR’s limits of authority </li></ul><ul><li>Demonstrate good Customer Service </li></ul><ul><li>Practice Good Customer Service in Your Training and Treatment </li></ul><ul><li>OF YOUR Employees! </li></ul>
Once your Employee is properly trained, entrust them to do their job!
What if they do it WRONG? <ul><li>Do it, Test it, Review it, Modify it. Repeat. </li></ul><ul><li>Good results come from experience </li></ul><ul><li>Experience comes from bad results </li></ul>
Empower the Customer, too <ul><li>Empower them to expect you care </li></ul><ul><li>Empower them to expect your best </li></ul><ul><li>Empower them to be treated royally </li></ul><ul><li>Empower them to trust in you </li></ul><ul><li>Empower them to be loyal, </li></ul><ul><li>not just satisfied </li></ul>
Attitude, not experience, should be the first thing you look for in a new hire. You can train a person to do the job – but if they have a bad attitude to start, it will NOT get better with training.
Whatever the Customer says, Keep a Positive Mental Attitude <ul><li>Hear the words “Please Help Me!” </li></ul><ul><li>Always express your desire to help </li></ul><ul><li>Decide to make the experience a WOW </li></ul><ul><li>Always give more than expected </li></ul><ul><li>Use the Platinum Rule </li></ul>
Conclusion <ul><li>Everyone is in Customer Service </li></ul><ul><li>Customer Service is about Caring </li></ul><ul><li>LEAD your Company to excellence in Customer Care!!! </li></ul>
The L.E.A.D. ing Edge <ul><li>Customer Service is: L isten </li></ul><ul><li>Customer Service is: E mpower </li></ul><ul><li>Customer Service is: A ttitude </li></ul><ul><li>Customer Service is: D eliver </li></ul>